Complaints Procedure

If you have a complaint we want you to tell us so we can put it right

At Wakefield College we welcome feedback from students, visitors and other College users. It is always pleasant to receive praise but if we are getting things wrong, we need you to tell us so that we can do our best to make things right.

If you don’t want to make an official complaint, but want to let us know about something, you can use our ‘Have your say about Wakefield College’ form. You can also use this form to tell us about good experiences you’ve had with us.

What to do if you have course-related complaint

If you’re unhappy with any aspect of a College course, please try and resolve the issue with your personal tutor, subject teacher or the relevant manager of the area in the first instance. If you don’t feel that your complaint has been resolved once you’ve tried this step, please use this Complaints Procedure.

If you are a student on a Higher Education course validated by a university, on a Pearson Higher National course and you wish to appeal against a decision of the Assessment/Examination Board, please refer to details contained in your Programme Handbook.

What to do if you have a complaint about other aspects of the College

Please direct your complaint to the relevant manager in the first instance. If you’re unsure who this is, your teacher or reception staff will be able to guide you.

If you don’t feel that your complaint has been resolved once you’ve tried this step, please use this Complaints Procedure.

If your problem is making you angry or irritated, please try to remain calm. It is not fair to take it out on the Reception staff. They will be as helpful as they can, but are instructed to call the Security Guard if faced with threatening, abusive or violent behaviour. Please feel free to take a complaints form away with you to complete when you feel less angry.

Your complaint will not be treated as a formal complaint unless you have taken steps to resolve the issue locally. If we are not satisfied that sufficient action has been taken locally your complaint will be forwarded to the relevant manager to deal with.

If we consider your complaint to be a formal complaint, it will be acknowledged in writing within three working days of receipt. We will tell you the name and job title of the person who is investigating your complaint and they will respond to you within ten working days.

If you are a student on a Higher Education programme validated by a university, or a Pearson Higher National qualification, and you remain dissatisfied, please contact the Awarding Body using the information contained in your Programme Handbook.